IT Outsourcing

IT outsourcing is the transfer of IT functions and business processes of a company to a third party specializing in the field for maintenance.

Outsourcing allows a company to focus on its profile business, increasing its efficiency and competitive edge, rather than spending valuable resources on specific infrastructure issues.

In Russia, more and more companies opt for outsourcing. Company management tends to create value for the clients, and let a third party maintain the infrastructure of the enterprise. Among the advantages of this approach is IT costs reduction, IT services availability increase, and support quality improvement.

Working Methods and Principles

ITSM Standards

Principles, technologies and methodology for service delivery are being improved every year. Today, we provide services in accordance with ITSM standards. ITSM (IT Service Management) is an integrated process-based approach to IT infrastructure support, based on ITIL — a set of best international practices for IT services provision.

The key point of ITSM approach is focusing support services upon implementation and support of end business objectives of a company, meeting customer requirements for functionality and quality of IT services, related to certain business functions, while not calling customer's attention to separate components, i.e., hardware or software.

Moreover, ITSM allows to set and control the quality of services provided with the help of key performance indicators (KPI). KPI are described in a special document to be adopted by the parties — service level agreement (SLA), regulating the list of supported services and their quality parameters to support.

ITSM Standards

Service desk is a technical support service or a service department. Building of a Service Desk — a multilevel IT department, which is a single entry point for end user queries — is an essential ITSM practice.

Service Desk team provides support in accordance with SLA (Service Level Agreement). All the requests coming to Service Desk — for incident resolution, for a change, etc. — are escalated, tracked and resolved in accordance with the stringent regulations that are bound to ensure SLA specified level of service quality.

ALP Group Company has extensive experience in supporting various companies, including major international holdings, in accordance with ITSM standards. For more information about our solutions in the field of Service Department creation, please go to the dedicated web-page.

ALP Timemanager

ALP Group experts developed a unique tool named "ALP: Time Manager", which allows you to keep track of requests, monitor their compliance and provide reports in accordance with Service Level Agreement.

ALP Time Manager Benefits:

Technology Element

Advantages

Customer request tracking

ALP Group experts developed a unique tool named "ALP: Time Manager", which allows you to keep track of requests, monitor their compliance and provide reports in accordance with Service Level Agreement.

Specialist work time logging

A specialist is always on time and is completing the requests of your company exclusively.

Enables to optimize specialists' working time. First-priority tasks are executed in the most efficient manner. Current tasks are executed within the given time limit.

Work time request status logging

Efficient planning and task control.

ALP: TimeManager access

Time Manager Customer tasking capability

You can let us know about an incipient problem anytime and from any place having Internet access.

Current request status check capability

Providing information on request status, anytime.

Fast access to reports on requests and work time logging

Comprehensive information on all current and completed tasks for organization managers and/or IT department managers.

Quality Control

Our Quality Management Department ensures the highest level of services. Its main function is to control whether services rendered by the company departments comply fully with standards set out by the respective contracts. The Quality Management department handles all Customer calls regarding general issues (suggestions, complaints, thanks etc.).

If an issue arises, the Customer is first told of a time frame to resolve the issue. Quality Managers attempt to resolve Customer's issue and then develop and agree on steps to prevent further issues similar to that from arising again.